Customer Success Specialist

$47,840 - $54,080/Yr

Performance Systems Integration - Rocklin, CA

Full-time - Entry Level

Rocklin, CA

Specialty Trade Contractors

About the position

The Customer Success Specialist at Performance Systems Integration LLC is responsible for overseeing inspection and repair report submissions, ensuring compliance with regulations, and proactively supporting customer requests. This role focuses on delivering timely and accurate reports to customers while assisting in the continuous improvement of inspection reporting processes. The position requires a strong understanding of the regions served and specific customer needs, along with performing various administrative support tasks as defined by the customer or account team.

Responsibilities

• Submit inspection and repair reports to the appropriate Authority Having Jurisdiction (AHJ).
• Maintain a list of contacts and reporting requirements for all AHJs in the serviced areas.
• Contact new AHJs to gather contact information and reporting requirements.
• Communicate with Operations leadership to ensure accurate and timely report submissions by Inspection Technicians.
• Create and update accounts, contacts, and buildings in the Building Reports platform.
• Coordinate with HR, Operations Management, and the Director of Training to ensure technician certifications are up to date.
• Assist customers in navigating inspection reports on the BuildingReports or ServiceTrade platforms.
• Run comparison generators for regulatory requirements.
• Convert inspection reports into the appropriate reporting structure.
• Create and distribute required inspection binders on time.
• Work with sales and inspection staff to ensure healthcare inspection reports are completed within proper cycles.
• Enter new and renewed inspection agreements into Salesforce, ServiceTrade, and Sage.
• Identify and resolve gaps in sales-provided setup information.
• Determine the appropriate account setup structure for new customer system setups.
• Set up new account information, including service agreements and pricing structure.
• Review, maintain, and update existing customer account information.
• Communicate changes to customer setup and terms.
• Welcome customers to PSI within 48 hours of receiving a complete turnover package from sales.
• Attend customer kickoff or onboarding calls as appropriate.
• Assist internal departments with updating account information and pricing.
• Document customer billing requirements and communicate them to internal teams.
• Review and audit existing customer changes and process issues.
• Create billing instructions for new customers.
• Minimize or eliminate data errors for customer contacts and billing information.
• Manage inbound customer needs and ensure efficient handling of requests.
• Engage appropriate team members to resolve customer requests and communicate back in a timely manner.
• Act as a project manager for inbound customer support.
• Build and maintain strong relationships with assigned customers.
• Be accountable for customer retention and satisfaction.

Requirements

• One or more years of office administration experience.
• Excellent verbal and written communication skills with a customer service mindset.
• Proven ability to work with ERP software for creating work orders, invoices, or reports.
• Proficiency in Office 365, including Word, Excel, Outlook, OneDrive, and OneNote.
• Ability to multi-task, problem-solve, and adapt to change in a fast-paced environment.
• Strong ability to work independently and as part of a team.
• Demonstrated problem-solving skills with a high level of interpersonal savvy.

Nice-to-haves

• Administrative experience in the fire life safety industry.
• SharePoint experience.

Benefits

• Flexible, hybrid schedule option after successful completion of training.
• Hourly pay ranging from $23-26 depending on skills and experience.